Providing excellent customer service is a crucial pillar in achieving the goal of voluntary tax compliance.

Mr. Hudson Kamoga, the Director for Taxpayer Education and Communication of TRA emphasized the crucial role of providing excellent customer service in achieving the TRA’s goal of promoting voluntary tax compliance.

According to Mr. Kamoga, customers are satisfied and take pride in voluntarily paying taxes when they receive excellent services. Consequently, this reduces or completely eliminates tax evasion and corrupt practices.

Mr. Kamoga, the Acting Director, made these remarks while officially opening the training on building a culture of providing excellent customer service for TRA employees from various tax regions and departments who have been selected as Service Champions. The training, which includes a total of 45 Service Champions, took place in Morogoro town.

“We are aware that our customers heavily rely on the quality of our services to fulfill their legal obligations of tax payment. Therefore, it is our responsibility to ensure that we provide them with excellent services, so that they pay taxes voluntarily and thus we will have fulfilled our duty of collecting taxes with honesty, professionalism, integrity, and accountability," Mr. Kamoga said.

Furthermore, he has urged all attendees to approach the training with utmost seriousness and dedicate themselves to delivering top-notch services. It is essential to adhere to the guidelines outlined in the TRA service model, strive for continuous improvement, and set goals to enhance service provision on a daily basis.

Mr. Kamoga stressed the importance of teamwork, cooperation, and mutual support in order to establish our own identity as employees, as well as to maintain a positive and respected brand image of the Authority that is well-regarded by all our stakeholders, including employees who serve as internal customers.

The TRA Staff who received the training, including Mr. Jeremiah Sarungi from the Holili Customs Center in Kilimanjaro region and Ms. Johary Urassa from Kariakoo Tax region, have commended TRA for providing the training to its staff. They believe that it will greatly help them serve taxpayers well and will help eliminate complaints from taxpayers and the community in general.

This is the third group being equipped with the skills for providing excellent services in the implementation of the Sixth Strategic Plan of the Tanzania Revenue Authority (TRA), making them service experts (Service Champions) by having the ability to provide services to customers wherever TRA offers services.

One of the implementation strategies of the TRA Branding Project within the sixth strategic plan of TRA (CP6) is the service delivery champion. The training enables these leaders to have an understanding of providing excellent service to customers everywhere TRA has an office, where the group includes employees who directly and often interact with customers for a long time. Therefore, there is a great need for this group to have the correct knowledge to quickly identify the needs and expectations of the customer in order to meet their expectations.